Technical Support Specialist

Job summary
The Technical Support Specialist provides high-level support services for Hitachi Energy customers.Responsible for delivering professional and courteous customer support service.Promote a productive and positive relationship with customers.
Job seniority: mid-to-senior level
Responsibilities
• Engage with customers in a Customer Advocate and Technical Support Specialist role.• Represent customer needs and demonstrate 'one Hitachi Energy voice'.• Escalate customer issues to the Customer Experience Manager when necessary.• Develop understanding of how customers do business and the role of Hitachi Energy products.• Work individually and within a team to respond to specific customer needs.• Liaison to Hitachi Energy software customers.• Occasionally travel to customer sites.• Troubleshoot, analyze, and resolve software issues reported by clients.• Provide outstanding customer experiences and maintain regular communication with customers.• Engage with internal cross-functional teams as necessary.• Resolve software issues and questions reported by customers or Hitachi Energy staff.• Build strong relationships with customers and on-site personnel.• Live Hitachi Energy's core values of safety and integrity.
Requirements
• Higher level education with BA/BS degree or equivalent experience.• Minimum of 2 years of experience or 5+ years with a higher level of education.• Excellent knowledge of all customer support areas.• Strong time management, decision-making, and organization skills.• Ability to establish and maintain effective relationships.• Ability to work in a fast-paced and dynamic environment.• Effective written and verbal communication skills.• Excellent presentation skills.• Willingness to travel up to 10%.• Proficiency in spoken and written English.
Key Skills Needed
• Customer support• Problem-solving• Communication• Relationship building• Time management• Presentation